Hi,

I created a generic agent to change the owner from OTRS Admin to whosever queue it goes into. So I have:

Ticket Filter:

Queue: Marlene

State: New

Agent/Owner: Admin OTRS

Ticket Action:

Set new agent/new owner: Marlene

Set new ticket lock: lock

When I run this, it creates a new ticket for each ticket it assigned her the owner of:

It says,

"Hi Marlene,

Ticket [1003240] is assigned to you by Admin OTRS.

Comment:”

So when I ran this generic agent, it created 20 tickets, since it affected 20 tickets of Marlene’s. All my agents want to be set up like this, so how can I do this without having new tickets created?

She has her notifications turned off, so I don’t know why this is happening.

First question - how do I stop it from doing this?

Second question - I can’t get generic agent to run automatically - I put it on 10 minutes, 0 hours, and to run every day. It doesn’t run unless I click ‘run now’.

Also (third question), can’t I just make it automatically run for every new ticket that comes in?